We bought Aquagaurd reviva NXT-RO water purifier on 28th Apr 2019. We are facing issues with the product since it is installed.
Once we planned to purchase water purifier, we contacted eurekaforbes customer care, they provided our contact details to region sales person. They suggested few model and we have chosen Reviva-NXT RO product. The salesperson name is Mr.Rajesh and his mobile number is 9940915967. If required, I can share the whatsapp chat history with you.
While I am having discussion with Mr.Rajesh on 27th Apr 2019, he forced me to purchase through him to close his target. Before, confirming the order, I have clearly asked that I will get offer and gift if I purchase online. He replied for that he can provide 500 discount from the MRP price. Also, he requested me to help in closing his monthly targets. Hence, I ordered through him.
Machine has been installed on 28th April and it was working fine till 29th Apr. It was not working from 7PM onwards. Hence, We raised complaint against the product with the service engineer on 30th Apr 2019. They didnt even address for 4 days. We started chasing the team but the sales person, service engineer and branch manager did not respond to our calls.
Post that, We raised complaint in online and complaint number is 0106013674. I have been chasing the team everyday and used to spend time about 2 hours. But, product issues are not rectified till today.
I have been discussing with M/s. Nirojani who is from escalation department and her direct number to contact is 044-28151171. She assured me on 6th May that issues will be rectified in 24 hours and she will get the report from the service engineer then initiate the refund process. Now, she is also reluctant to raise the refund process and asking me to speak with Mr. Thomas - contact number is 9847768386.
I had discussed with Mr.Thomas too on this case. He simply says that "Since product has been installed and used, we cannot take back the product and refund". But, Eurekaforbes assures that "We offer you a No Questions Asked Return Policy". Also, he said that we purchased product through franchise and not from the online.
I had enquired about the product in online, Eurekaforbes customer care only has shared my details to region sales person. I was not aware who is Mr.Rajesh and he is from eurekaforbes or franchise person. In addition, he only requested for offline order and payment. The misguiding has been done by Eurekaforbes team. But, They are complaining the customer. Also, saying without any responsibility "return and refund is not possible".
Though, I spent about 14200+ 375 rupees for candle replacement, I could not use the product till today.